Resume

• 2004

  JPMorgan Chase - BankOne

  Rockwell International - Switching Systems

  Call Centers

  Quintus

  Siemens

   Project Managed

  authored and rolled-out Methods & Procedure Manuals supporting CRM: billing

  Trouble Help Desk

  and Network Office (NOC). Convergent technology client (CableTV

  telephone

  internet

  VOIP)\n Facilitated client Subject Matter Expert (SME) business process and call flow assessments. Created process flows to support training materials for Tier 1 through Tier 3

  Train-the-Trainers.

  Hitachi Consulting

   Project Managed Voice Service global infrastructure integration projects of JPMChase-BankOne merger. (Global Interconnect Project: Avaya PBX

  Call Center

  VoiceMail

  CTI)\n Program Managed: institution of post-merger policy service level (SLA) and procedure materials for users within various Lines of Business (LOB); risk assessment and disaster recovery projects.

  JPMorgan Chase - BankOne

  Consultant

   Created and rolled-out Policy and Procedures and Customer Service Softskill Training Manuals

  supporting multi-media materials for Tier 1 Contact Center Representatives and Trainers (311-Citizen Service Center)

  : Accenture-CCT Group/311 Service Center; Airtronics

  Professional Services

  Call Center/CRM technology - Integration & Partners Manager \n* Negotiated partnerships adding to product portfolio. Created processes to ensure high customer satisfaction.\n* Evaluated critical business center goals for clients; interfaced with internal team

  external consultants and clients.\n* Managed complex projects

  including: quality reviews

  testing

  training.

  Siemens

  Berkeley College

  Greater New York City Area

  Business Communications courses: domestic and off-shore business communications documentation (multi-media presentations

  SOWs

  proposals

  requirement documents

  multi-channel scripting

  creating FAQs

  emails). Basic communication skills: writing

  research

  presentations. Goals: client satisfaction

  ROI

  multi-cultural understanding.\nPersuasive Communications - International Students Abroad Program: understanding the nuances of communicating in the global marketplace; presentation techniques

  business etiquette

  public speaking.\nAdvanced Writing: Senior Level course

  professional and creative writing modes; Writing through Literature.

  Adjunct Faculty: Business Communications

   Program Manage key initiatives across outsourced & in-house call centers service and operational programs: IVR / CTI / eMail / web /applications \n Customer Service Representative scripting & training programs: development through roll-out. Training programs: call center soft skills & technology feature applications.\n Program Manage Customer Experience (CEM): initiation through iquiry and issue resolution\n Authored Fraud Practices Policy and Procedures for outsource & in-house multi-channel call centers and card loyalty programs

  Citigroup

  ThankYou Rewards Program

  Call Center Specialist

  Senior Call Center Design Specialist / Senior Sales Engineer\n* Technical advisor and designer on projects for national and global accounts.RFPs

  SOW

  JAD - Needs Assessments. \n* Led task force that designed/improved global network routing for Fortune 500 clients.

  Rockwell International - Switching Systems

  Call Centers

  Global Channel Manager

  Global Technical Alliance Manager: eCRM solutions for call centers \n* Developed partnerships to enhance e-CRM offerings. Negotiated contracts: nondisclosure

  technology integration

  sales agreements. Created training programs for partners and resellers.\n* Matrix-managed cross-functional teams

  overseeing global rollout programs: marketing collateral

  PR events & releases

  presentations. Company acquired by Avaya.

  Quintus

  Multi-Channel Call Center Manager

  SEIU international organization having multicultural membership \nManager

  CTI Projects / Consultant\n* Provided needs assessment to lay groundwork for creation of blended media contact center utilizing telephony

  IVR

  Web interaction

  e-mail and voice mail. Developed RFP and vendor evaluation matrix.\n* Led vendor selection

  built technical team

  directed design & implementation of 9 call centers.

  SEIU

  CUNY: New York City College of Technology; Pace University - English Language Intitute; CUNY: BMCC

  Greater New York City Area

  Adjunct Faulty: Business Communications

  ESL and English Composition

  Public Speaking/Presentations Skills

  Technical Writing

  Advanced Writing

  Introduction to Literature; Intercultural Communications in the Workplace; Business Communications\nCurriculum Development: Critical Thinking

  Reading and Analysis\nCorporate Trainer

  Adjunct Faculty

• 1989

  Ph.D.

  Media

  Culture & Communications (Media Ecology)

  New York University

  Teaching English as a Second Language (TESOL / ESL)

  St. John's University - Oxford TESOL

  Project Management

  American Management Association

  New York State Education Department & New York City Board of Education

  Language Arts - English Teaching Licenses

• Software Documentation

  Call Center

  Professional Services

  Consulting

  Project Management

  Scripting

  Customer Insight

  Proposal Writing

  Call Centers

  CRM

  Management

  SLA

  Customer Satisfaction

  Strategy

  Telecommunications

  Training

  Project Portfolio Management

  Program Management

  Contact Centers

  Customer Experience

  Bermont

  Instructor

  Corporate Advisor & Tutor: Business Documents

  Technical Writing

  Public Speaking and Presentations. \nFaculty

  teaching Business Communications

  Persuasive Communications and Technical Writing within Baccalaureate and International Programs.\nExperience. Global call center sector: trainer

  program manager. Strategic evaluations & strategy. \n* Certified: English as a Second Language (TESOL/ESL). This is a ‘value add’ for outsource off- and near- shore call center training programs\n* Program Manager Call Center / CEM initiatives: needs assessments & proposal development

  training development & facilitation. US

  Europe

  South America. Project Management certified.\n*Available to travel and/or accept on-site assignments.\n\nPh.D. Cultural Communications. BS in English & Education. University and corporate lecturer. \n\nSpecialties: \nTraining: Documentation & Facilitation. \nCall Center - Training

  CSR/IVR Scripting\nEvaluations

  Gap Analysis

  Requirements Documents\nRFP & SOW Preparation

  Meeting Facilitation\nProject Management (AMA; PMI-BOK)\nCustomer Experience Management (CEM)\nGlobal: Cross-Cultural Communications; TESOL certification (Advisor

  Tutor)

  Sara Ann

  Bermont

  Hitachi Consulting

  : Accenture-CCT Group/311 Service Center; Airtronics

  CUNY: New York City College of Technology; Pace University - English Language Intitute; CUNY: BMCC

  SEIU

  Citigroup

  ThankYou Rewards Program

  Berkeley College